Creating a Service Blueprint for the Appointment Scheduling Process in Hospital

Knowing that some patients are experiencing difficulties during the appointment scheduling process, we want to improve this process by understanding what is going on behind the scene - the workflow between the internal stakeholders that is used to support the customer journey. . By conducting interviews with stakeholders, we not only illustrated their everyday work, the pain points in their work and communication gap between stakeholders, but also what the ideal state would be from the internal stakeholders’ perspective. We extracted the information from the interview scripts and created the blueprints separately, and then compiled them into one chart. We classified the pain points into several groups and identified the main root causes for the problems that the customers encounter during the scheduling process.